Cancellation forms let you collect feedback from members when they cancel. You can ask why they're leaving, what could be improved, or gather any other information you'd like.
Step 1: Create the Form
- Go to Store Settings > Custom Forms
- Click Create New Custom Form
- Click Cancellation Form
- The form name will default to "Cancellation Form" — you can rename it anything you'd like
- Add your fields. Mark fields as Required if you want to ensure they're filled out before the cancellation can proceed
- Click Save
Step 2: Link the Form to Your Templates
After saving, link the form to one or more subscription templates so it appears during cancellation.
- On the Custom Forms page, find your cancellation form and click Link
- In the modal, choose which templates should use this form:
- Select All to apply it store-wide
- Or check individual templates to target specific subscriptions
- Set the Audience — who should see the form:
- Both — Shown to customers cancelling from their portal and to your team cancelling from the dashboard
- Customer only — Only shown when a customer cancels from their portal
- Business only — Only shown when your team cancels from the dashboard
- Click Save
Step 3: Test It
- Find a test subscription on one of the linked templates
- Click Cancel on the subscription
- The cancellation form should appear before the cancellation is finalized
- Fill out the form and complete the cancellation
Tips
💡 You can create different cancellation forms for different templates — for example, a product-specific form vs. a general one.
💡 Use radio buttons or dropdowns for common cancellation reasons (e.g., "Too expensive", "No longer needed", "Switching to a competitor") to make responses easier to analyze.
💡 Use a textarea field for open-ended feedback like "Is there anything we could have done differently?"